Level 2 Or 3 It Support Engineer

Trouble Free Computing Solutions; Melbourne; On-site; AUD 70,000 - 100,000; Full time

Job summary

Trouble Free Computing Solutions is seeking an Application Support Engineer in Melbourne to join our team in delivering reliable, customer-facing support for the Service Victoria platform. The role focuses on break/fix support, incident resolution, and ongoing service improvements across a multi-channel environment.

Ideal candidates will have experience in ITIL v4 practices, AWS, Datadog, and Salesforce, with the ability to triage incidents, communicate solutions, and collaborate with

Qualifications

• Demonstrated experience in facilitating information sessions, communicating technical advice, advocating solutions and negotiating with stakeholders.
• Demonstrated experience in assessing client needs, delivering appropriate solutions and evaluating individual or agency actions against service agreements.
• Knowledge and understanding of relevant legislation, regulations, policies and processes.
• Ability to diagnose, triage and resolve technical incidents.

Responsibilities

• Be a point of technical escalation to assist our dedicated customer support team and triage issues reported by customers/agencies whilst identifying the root cause of the customer issue.
• Provide troubleshooting for the Service Victoria platform and key applications/services including AWS, Datadog dashboards set up and maintenance, Salesforce administration.
• Implement service requests, including onboarding, offboarding and user administration and identify and log platform problems and defects with Engineering teams to support continuous improvement.
• Perform system administration on supported applications to ensure service continuity for transactions.

Skills

Information sessions facilitation

Communicating technical advice

Advocating solutions

Negotiating with stakeholders

Tools

AWS

Datadog

Salesforce

Job description

The Application Support Engineer supports customer-facing technologies, provides break/fix support, and develops long-term solutions to recurring incidents. Applying ITIL v4 practices, they restore services within specified timeframes, maintain high customer satisfaction, support customers and agencies in their digital journey on the Service Victoria platform, and deliver continuous service improvements across a multi-channel support environment.

Key Accountabilities

• Be a point of technical escalation to assist our dedicated customer support team and triage issues reported by customers/agencies whilst identifying the root cause of the customer issue.
• Provide troubleshooting for the Service Victoria platform and key applications/services including Amazon Web Services (AWS), Datadog dashboards set up and maintenance, Salesforce administration.
• Implement service requests, including onboarding, offboarding and user administration and identify and log platform problems and defects with Engineering teams to support continuous improvement.
• Perform system administration on supported applications to ensure service continuity for transactions.

About You

• Demonstrated experience in facilitating information sessions, communicating technical advice, advocating solutions and negotiating with stakeholders.
• Demonstrated experience in assessing client needs, delivering appropriate solutions and evaluating individual or agency actions against service agreements.
• Knowledge and understanding of relevant legislation, regulations, policies and processes.
• Ability to diagnose, triage and resolve technical incidents.

This role is a 12 month fixed term. This position is only open to applicants with relevant rights to work in Australia.